Job expirat
Purpose of Role
The role holder works as part of the service delivery team that is aligned to one or more customers.
He/she will have focus on the following:
Delivery of service that meets SLA and delights the customer (KPI: SLA achieved & high contract satisfaction)
Supporting the SDMs (KPI: Value for customer & enhanced margin)
Contributing to contract transformation and business growth (KPI: Further profitable service revenue)
Scope of Role:
To facilitate multifunction device, copier, fax and printer move/add/delete/change requirements from customer users, to contracted service levels and in line with the overall strategic direction for the account
To act as a single point of contact for customer queries relating to equipment order processing and provide a quick response to customer demands
Monitor order processing and deliveries and keep close check on the status
Use of company order processing systems
Ensure that all moves are carried out within the agreed timescale with the customer
To co-ordinate internal departments in order to meet customer requirements including arranging distribution and service
Work closely with Service Delivery Team to ensure customer expectations are met and develop existing business relationships
Maximise revenue opportunity from all chargeable activity
Management of copier fleet, redeployment of stock
HARDWARE MACD XPS
Responsible for all Hardware MACDs for XPS Customer
Order devices as agreed with customer
Check pricing and device modells
Work together with Sales
Arrange delivery with customer and carrier
Preparation data for GDC to update XSM
MACD MPS
Responsible for hardware MACDs for local MPS customer
Work togehter with SDMs
Arrange delivery with customer and carrier
INDIVIDUAL REPORTING
Create individual Reporting & Analysis on demand
DEMO Proposals
support SDM to order Demo-devices
follow internal / local DEMO process
work together with management - signings needed
PROCESS INITIATION
for Consumables & Break/Fix - order Technician and/or Consumables for specific customers via ESAP-System
PLACE ORDER FOR EXTERNAL SUPPLIER
place order for SDMs in SRM System
book receipts and check invoise / cost control
validation with team in india and SDMs
TECHNICAL REPLACEMENTS
check TEX and inform SDMs and customer
agree replacement date with customer
clarify issues with CSO
RETURN CONSUMABLES
Collect and lead back consumables
order carrier and monitoring process
determine internal credit note for Profit Center
BACK UP FLEETMANAGER
check incoming Tickets via HPSM (customer Tool)
execute customer requests and documentation in HPSM
order SWAP for HO-User at GDC and follow local process
clarify customer requests
DOCUMENTATION
Develop processdescriptions
ESCALATIONS
support SD / Sales / GDC
help to find quick solutions to solve issues at the customer (i.e. consumables are not
delivered / technicians handeled ticket with delay / Parts needed to fulfill SLA etc.)
DATA VALIDATION
daily data administration via ESAP/GSAP
check Moves and correct contract addresses
work together with Krakau OTC
Requirements
Demonstrated teamwork and adaptable to workgroup environment
Excellent communication and interpersonal skills
Demonstrated excellent customer care, satisfaction and interpersonal skills
Systems knowledge: Intermediate Excel, XSM, FMP, ESAP, GSAP
Solid planning and organizing ability
High level of motivation, maturity & dependability under high pressure situations
Personal drive for business results
Ability to multitask at a high level
Ability to work with minimal supervision, self-motivated
Demonstrated use of Xerox tools
Demonstrated use of organizational processes preferred
Good command of written and spoken English and German
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
